Remote L1 Support Engineer
Salary: RM 4,000 – RM 5,000 per month
Role summary
Techdirect is hiring a Remote L1 Support Engineer to support managed service customers. The role combines service desk work with first line checks across hybrid networks, systems, identity, and cybersecurity. You will respond to alerts and user reports, carry out approved troubleshooting, maintain clear ticket records, and escalate issues to the correct engineering or customer team.
Key responsibilities
Receive, categorise, prioritise, and track incidents and service requests in the ITSM system.
Perform basic network checks across office and cloud connected environments, including connectivity, DNS, DHCP, VPN, and device availability.
Review system alerts and perform first line checks on Windows endpoints, servers, virtual machines, services, and user access.
Recognise security indicators such as suspicious sign-ins, endpoint protection alerts, and unusual account activity. Capture evidence and escalate promptly through the agreed incident process.
Resolve standard issues and perform account or restorative actions only where an approved procedure and access authorise them.
Monitor ticket progress, provide clear updates, and hand over unresolved issues with the checks performed and evidence collected.
Follow customer specific support procedures, escalation paths, service levels, and shift handover requirements.
Required skills and experience
1–3 years of experience in an IT service desk, NOC, or infrastructure support role.
Working knowledge of TCP/IP, DNS, DHCP, VPN, firewalls, and basic network troubleshooting tools such as ping, tracert, and nslookup.
Basic familiarity with Windows, Microsoft 365, Active Directory or cloud identity, server monitoring, and virtualised environments.
Awareness of cybersecurity fundamentals, including MFA, endpoint protection, phishing, access control, and incident escalation.
Experience using an ITSM ticketing system and following knowledge articles or runbooks.
Clear written communication, careful documentation, and the judgment to recognise when an issue needs escalation.
Work arrangement
Remote support role with rostered coverage, including after-hours support where assigned.